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CRM_IC_036 - BAdI: Agent Inbox

CRM_IC_036 - BAdI: Agent Inbox

CL_GUI_FRONTEND_SERVICES - Frontend Services   SUBST_MERGE_LIST - merge external lists to one complete list with #if... logic for R3up  
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This business add-in (BAdI) is used in the component for the agent inbox in the Interaction Center (IC) WebClient (CRM-IC-UNI).

This BAdI enables you to enhance various aspects of the agent inbox according to your business needs.

In the standard system, the method DETERMINE_PERIOD_DATES is active and the default code is executed automatically. The other methods are inactive by default. The business add-in is language independent and it is not reusable. Only one implementation can be active and called.

After you have called the IMG activity, proceed as follows:

  1. In the following dialog box, enter in the field "Implementation" a name for the BAdI implementation and choose Copy.
If implementations have already been created for the BAdI, a dialog box with the existing implementations will be displayed. In this dialog box, choose Create.
  1. In the corresponding field, enter a short text for implementation .
  2. In the tab Propertiesenter filter properties - if this is a filter-dependent BAdI.
  3. Choose the tab Interface.
The name of the implementing class is generated by the system based on the name of your impmlementation. You can change the name.
If the BAdI is a menu exit, the tab FCodes also appears.Enter a function here and, if necessary, additional data.
  1. Save your entries and assign a package.
  2. Position the cursor on a method. Call up the Class Builder by double-clicking it.
  3. Between the statements method <Interface-Name>~<Name of Method>. and endmethod, enter the coding you request for the implementation.
  4. Save and activate your coding, and navigate back to the screen Change Implementation.
  5. Save on the screen Change Implementation.
Note: You can first create an implementation for the BAdI and then activate this later on. In this case, close the processing function at this time.
  1. Choose Activate.
When the application program is executed, the coding you have created will be run.

Documentation for the associated methods:

Determine period dates

Manipulate responsible employees for inbox search

Called right before handing back the found agents

Called right before applying the agent determination rule

Compute deadline and priority to process inbox work item

Called before searching agent inbox Items

Called after agent inbox Items have been searched

Determine recipients - agents and groups

Manipulate drop down list "Assigned To" in inbox search

Manipulate sort sequence of inbox items in hit list

Called after agent inbox item has been deleted

Called before agent inbox item is deleted

Manipulate list of rel. partner funct. categories for search

Enable or disable buttons for the selected inbox item

Get workflow backend for a task type

Determine the group responsible for an employee

Ensure that search result is correct for business transact.

Determine the displayed inbox status

Manipulate maximum number of hits

Read transaction history during search






Vendor Master (General Section)   ABAP Short Reference  
This documentation is copyright by SAP AG.

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